ob Title     - Customer Support Team Leader

Location     - Noida Sector 62

Experience - 5+ Years 

Salary         - ₹45,000 - ₹50,000 per month

Preferred Industry - BPO / Financial services / Real estate

Job Description

1. Monitor and support team performance and discipline, provide feedback and suggest improvement plans for team members

2. Motivate team members, address any team-related issues or concerns and foster a positive work environment

3. Ensuring that the Logins, Welcome and Allotment Calls / Email / Letters are done and despatched timely and accurately

4. Ensuring that the Receipts, Demand & Reminder Letters, Interest & Delay Penalty Letters, Statement of Accounts are generated accurately, and proper follow-ups are done timely and diligently for Collection of Dues

5. Accurate and Error free Vetting, Printing, Issuance and Execution of BBA

6. Ensure that high standards of customer service are maintained with quality and focus on resolving issues promptly and effectively, providing customers with a positive and personalised experience, promoting customer loyalty and retention

7. Handle complex or escalated customer issues that CSA's are unable to resolve, ensuring satisfactory outcomes or escalate to Management if necessary and provide resolution

8. Ensuring that all customer files are properly maintained with all documents and communication records in respective customer files throughout the entire Customer Life Cycle

9. Ensuring smooth and seamless execution of Possession / Transfer / Cancellation Process to be satisfactory and in line with company policies

10. Collect and analyse customer feedback to identify areas for improvement in service delivery and suggest changes as needed

11. Manage staffing levels, schedules, and workloads to ensure equal workload distribution, adequate coverage and efficient operation

12. Analyse recurring issues to identify root causes and suggest improvements to develop long-term solutions

13. Prepare and present regular reports on team performance, customer feedback, and operational metrics to management

14. Ensure that team adheres to company policies, procedures, and industry regulations

15. Ensure the accuracy and completeness of customer interaction records and documentation

16. Ensure effective use of customer support tools to streamline operations and improve service levels

17. Establish and maintain standards for customer communication, ensuring consistency and professionalism in all interactions

Key Result Areas

 Productivity & Efficiency - Customer Interactions / Transactions handled by CS Team on Calls, Emails, Walkins for Login / Letters / BBA's / Possession / Transfer / Cancellations within TAT

 Job Knowledge - Effective, Efficient and Accurate resolution of customer Queries, Request or Complaints by the CS Team

 Customer Centricity - Appreciation mails / calls received from customers for efficient and effective handling of Queries, Requests or Complaints by the CS Team

 Reporting & Analysis - Accuracy of recording customer interactions and sharing its feedback/analysis to identify trends and address any areas for improvement

 Teamwork & Collaboration - Share customer insights with pears and new joiners to support development and participation in training sessions for continuous improvement

 Compliance & Documentation - Accurately documenting all customer interactions and transactions in compliance with company policies and regulations

Profile Background

• 5+ years of experience in voice & backend customer support function - preferably from financial services / luxury retail / real estate 

• Excellent verbal and written communication, analytical and problem-solving skills

• Exceptional customer service skills, team management skills, training and presentation skills

• Excellent Knowledge of Excel, Word and CRM Tools

If you are interested kindly send your updated CV and Reference  9953792970